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Mirghafoori, Seyyed Habiballah, Sangbor, Mohammad Ali, Jalilian, Negar. (1394). Strategic analysis of Municipality’s service quality using combination of servperf model and BCG matrix by gray relational analysis method. , 7(3), 587-606. doi: 10.22059/imj.2015.50700
Seyyed Habiballah Mirghafoori; Mohammad Ali Sangbor; Negar Jalilian. "Strategic analysis of Municipality’s service quality using combination of servperf model and BCG matrix by gray relational analysis method". , 7, 3, 1394, 587-606. doi: 10.22059/imj.2015.50700
Mirghafoori, Seyyed Habiballah, Sangbor, Mohammad Ali, Jalilian, Negar. (1394). 'Strategic analysis of Municipality’s service quality using combination of servperf model and BCG matrix by gray relational analysis method', , 7(3), pp. 587-606. doi: 10.22059/imj.2015.50700
Mirghafoori, Seyyed Habiballah, Sangbor, Mohammad Ali, Jalilian, Negar. Strategic analysis of Municipality’s service quality using combination of servperf model and BCG matrix by gray relational analysis method. , 1394; 7(3): 587-606. doi: 10.22059/imj.2015.50700

Strategic analysis of Municipality’s service quality using combination of servperf model and BCG matrix by gray relational analysis method

Industrial Management Journal
مقاله 23، دوره 7، شماره 3، دی 2015، صفحه 587-606    اصل مقاله (522.11 K)
نوع مقاله: Research Paper
شناسه دیجیتال (DOI): 10.22059/imj.2015.50700
نویسندگان
Seyyed Habiballah Mirghafoori1؛ Mohammad Ali Sangbor* 2؛ Negar Jalilian2
1Associate Prof.., Industrial Management, Yazd University, Yazd, Iran
2Msc of Industrial Management, Yazd uni., Yazd, Iran
چکیده
Considering the importance of quality services, the study attempted to analyze the quality of municipal services strategy in Yazd. The population of this study, including all client of the area three municipality .of Yazd city from this population, 111 clients were selected to answer the questionnaire. Content validity of the questionnaire was confirmed by experts point of views and the reliability was confirmed regarding coefficient alpha equal to 79/0.The present study, combined the Boston Consulting Group matrix model and Servperf model as a strategic tool to reveal that according to the five dimensions of service quality, the organization how extent has succeeded in customer satisfaction. It also is trying to determine the status of the organization in relation to service quality dimensions. The results of data analysis indicate that, the dimensions of accountability, service assurance and reliability is located in question mark region. In other words, the effect of improving the quality of service in these dimensions is important, but the level of service quality in low.
کلیدواژه‌ها
Customer Satisfaction؛ Service quality؛ Servperf model؛ the Boston Consulting Group matrix؛ Gray Relational Analysis
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